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Job Summary
The Product Support Manager (PSM) - HP PageWide XL & DesignJet is a senior technical leadership role responsible for driving service excellence, customer success, and business insight across the HP PageWide XL and DesignJet portfolios within strategic and mission‑critical customer environments.
This role serves as the technical authority, escalation leader, and trusted advisor to customers, channel partners, GTM teams, and business leadership. The PSM combines deep hands‑on technical expertise with advanced service data analysis, operational insight, and business acumen to influence service strategy, product readiness, and go‑to‑market decisions.
The role requires frequent travel, strong customer‑facing presence, close collaboration with GTM, Sales, Business Management, GBU, and Service Operations, and active participation in channel capability development, including face‑to‑face (F2F) channel training at the Singapore Large Format Training Center.
Own and oversee HP PageWide XL and DesignJet technologies across multiple critical, high‑risk, and strategic customer accounts, including enterprise, production, and mission‑critical environments.
Act as the regional or segment technical authority for:
PageWide XL systems and ink technologies
DesignJet platforms
Media handling, print quality, reliability, and workflow integration
Lead resolution of complex technical issues, including chronic failures, systemic quality problems, and repeat escalations, combining hands‑on break‑fix expertise with structured root‑cause analysis.
Design, review, and optimize support and service delivery solutions to improve uptime, reliability, customer satisfaction, and cost‑to‑serve.
Deliver strategic account support for key PWXL and DesignJet customers and partners.
Act as the primary escalation owner for high‑impact and business‑critical customer situations.
Serve as a trusted technical and service advisor, providing guidance on technology usage, service strategy, workflow optimization, and operational best practices.
Develop, present, and execute Value‑Based Delivery (VBD) account plans aligned with customer business outcomes and HP service offerings.
Lead customer expectation management throughout escalations, including executive‑level communication when required.
Analyze service, reliability, operational, and financial data related to PWXL and DesignJet (KPIs, failure trends, escalation patterns, uptime, utilization, cost‑to‑serve).
Identify systemic issues, improvement opportunities, and installed‑base risks.
Translate technical and service data into clear, actionable insights for:
GTM and Sales teams
Business and Service Management
Product, Quality, and GBU stakeholders
Provide fact‑based technical and service input to support management decisions related to:
Product quality and readiness
Service strategy and cost optimization
Installed base health and customer risk
Customer retention and growth
Contribute to dashboards, reviews, and leadership discussions with a strong data‑driven mindset.
Work very closely with GTM, Sales, Business Management, and Marketing to support:
Strategic customer engagements and lighthouse accounts
New Product Introductions (NPI) and readiness activities
Deal shaping and complex commercial discussions
Provide technical and service insights to help shape go‑to‑market strategies, value propositions, and customer proposals.
Act as a bridge between field execution, service operations, and business strategy, ensuring decisions reflect real customer and operational realities.
Plan, develop, and deliver face‑to‑face (F2F) technical and service training for channel partners at the Singapore Large Format Training Center, focusing on HP PageWide XL and DesignJet.
Conduct advanced hands‑on and classroom training covering installation, troubleshooting, break‑fix, reliability, print quality, and service best practices.
Tailor training content based on:
Installed base trends
Escalation data and common failure modes
Service KPIs and quality gaps
New product introductions and design changes
Act as a technical authority and instructor, sharing real‑world case studies and lessons learned from escalations and strategic accounts.
Collaborate with GBU, Technical Training, and Service Readiness teams to ensure training content is accurate, current, and aligned with product and service strategy.
Support channel capability development and certification readiness, ensuring consistent service quality across the region.
Use training engagements to capture channel feedback and feed insights back into service improvement, product quality, and business decision processes.
Travel to customer sites, partner locations, and regional hubs to:
Support critical customers and escalations
Deliver F2F channel training at the Singapore LFTC
Lead technical reviews, workshops, and post‑incident analyses
Represent HP as a senior technical and service authority in high‑impact customer and partner engagements.
Contribute to regional or global service policies, operational methods, and continuous improvement initiatives for PWXL and DesignJet.
Lead or contribute significantly to complex cross‑functional projects, exercising independent judgment.
Mentor and coach engineers and junior PSMs, strengthening overall technical and service capability.
Build strong, productive relationships across Service, GBU, GTM, partners, and customers.
Bachelor's or Graduate Degree in Mechanical Engineering, Electrical Engineering, Electronic Engineering, Electromechanical Engineering, or a closely related technical discipline
OR equivalent demonstrated professional experience in large‑format or production printing environments.
Minimum 10+ years of relevant experience, with strong preference for:
HP PageWide XL and/or DesignJet technologies
Large Format Printing (LFP) or production printing
Enterprise, AEC, GIS, or mission‑critical customer environments
Proven experience in strategic account support, complex escalation management, and senior customer‑facing technical roles.
Demonstrated ability to combine hands‑on technical expertise, advanced data analysis, and business insight.
ITIL Certification(s) (preferred, not required)
Color Management Certification(s) (print workflow, profiling, ICC color management, or equivalent)
HP PageWide XL and/or DesignJet certifications (where applicable)
HP PageWide XL and DesignJet architectures and technologies
Print quality, media handling, and reliability optimization
Field service, break‑fix, preventive maintenance, and commissioning
Electrical, electronic, and electromechanical systems
Operating systems and print workflow environments
Diagnostic tools and test equipment
Environment, Health & Safety (EHS) and safety standards
KPI definition and service data analysis
Reliability and failure trend analysis
Process improvement and operational optimization
Automation and service efficiency initiatives
Strategic customer relationship management
Value‑Based Delivery (VBD)
Escalation and risk management
Executive‑level communication and influence
Technical training delivery and channel enablement
Customer Centricity
Data‑driven decision making
Effective communication (technical and executive)
Learning agility
Digital fluency
Results orientation
Significant impact on PWXL and DesignJet customer satisfaction, service performance, and business outcomes.
Influences regional and global service, product, and GTM strategies.
Recognized as a subject matter expert and regional authority across multiple functions.
Operates on highly complex problems requiring in‑depth evaluation of multiple technical, operational, and business factors, with a high degree of autonomy and judgment.
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Responsibilities may change or be added as business needs evolve.
Job ID: 147095491
